Sheronda Banks

PROFESSIONAL EXPERIENCE

NC State Dept of commerce 4/29-9/16/2022

UI Benefits Call Center Representative

Colonial Management Group 09/19-4/27/2020

Billing Coordinator

TrialCard 07/18-01/20

Intake Triage Coordinator

Demonstrated experience in a high call volume call center environment handling a continuous flow of inbound and/or outbound calls (approximately 60-80 a day). Speaking with and interviewing clients filing claims, provide administrative assistance to customers who are initiating Unemployment Insurance Claims through telephone and/or internet.

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Demonstrated experience explaining company, government benefits, eligibility, products, programs and/or services to the public. Provided basic information regarding requirements for filing a claim, penalties for fraudulent claims, reemployment services, eligibility status, and appeal procedures.

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Demonstrated experience obtaining information using interviewing and/or investigative techniques to process claims or payments.

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Reviewing, evaluating, or processing requests for program participation or eligibility; processing claims for benefits or payments; or other benefits program related experience that would include the analysis of criteria, funds, policies, or performance for compliance with program rules, regulations, laws, and /or practices.

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Demonstrated experience communicating verbally and in writing to document call center transactions while entering data accurately using basic programs as Windows, Word, Excel, Internet, etc.

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Assist clinic with tracking and managing patient cash flow, credit and insurance payments; while also assisting the clinic reception area with staff coordination for patients entering the clinic.

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● and payment for previous visit) into software management system.

● Follow internal policies and procedures of the company to comply with all laws, rules, and regulations.

● Manage up-to-date clinic income records documenting all relevant transactions. Assist in the enforcement of stringent credit policies; routinely call patients who have been extended credit and have not settled debts.

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Fill out and file insurance forms for payment as requested, responsible for researching, identifying, and properly posting all unidentified payments, run and reconcile cash balance at end of shift, and transfer income activities to Methasoft system.

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● Resolve all discrepancies and report errors to the Program Director.

● Scan legal documents, assist with other tasks related to billing.

● Utilize Methasoft for accounting/billing tasks.

Handled data entry, ensured all incoming forms are processed and completed while maintaining confidentiality of patient information following HIPPA guidelines.

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Answered a large volume of calls regarding inquiries related to products or services, provided assistance with all types of calls and logs.

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● Answered and triaged inbound calls to assigned care coordinators and case managers. Utilized medical terminology to successfully communicate with patients, ensured to follow policies and procedures while counseling parents and patients.

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Followed up with stakeholders as appropriate to collect and capture missing/incomplete information, find and properly fix errors that need to be corrected.

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● Accurately captured program specific requirements from referral into CRM. Ensured timely processing of all forms/requests based on pre-set program requirements, proofread and collate material.

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● Responsible for creating new patient profiles, accurately associate referrals to existing patient. Assessed requests on forms and associated appropriate services/resources based on business rules and program guidelines.

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● Worked closely with internal team to prioritize and meet deadlines with a high degree of accuracy, efficiency, and Aerotek 10/17-07/18

Intake Triage Coordinator

American Red Cross/Vocational Rehab 07/17-10/17

Receptionist

Lyneer Staffing 03/17-10/17

Encoder

Burger King 10/16-03/17

Cashier/Customer Service

attention to detail due to the complexity and volume of work assignments.

● Responsible for creating new patient profiles, accurately associate referrals to existing patient. Ensured timely processing of all forms/requests based on pre-set program requirements, proofread and collate material.

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Assessed requests on forms and associated appropriate services/resources based on business rules and program guidelines.

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● Answered and triaged inbound calls to assigned care coordinators and case managers. Answered a large volume of calls regarding inquiries related to products or services, provide assistance with all types of calls and logs.

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Utilized medical terminology to successfully communicate with patients, ensured to follow policies and procedures while counseling parents and patients.

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Followed up with stakeholders as appropriate to collect and capture missing/incomplete information, find and properly fix errors that need to be corrected.

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Handled data entry, ensured all incoming forms are processed and completed while maintaining confidentiality of patient information following HIPPA guidelines.

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● Accurately captured program specific requirements from referral into CRM. Worked closely with internal team to prioritize and meet deadlines with a high degree of accuracy, efficiency, and attention to detail due to the complexity and volume of work assignments.

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● Responsible for answering, screening, and directng incoming calls, utilizing great communication skills.

● Addressed customer concerns within standard procedures. Effectively presented information and responded to questions from groups of managers, clients, customers, and the general public.

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● Accurately performed data entry using Microsoft Word and ten-key.

● Received, screened, and reviewed correspondence and assigned to appropriate people for preparation.

● Executed all receptionist/administrative duties to the highest quality standards.

● Efficient in Word, Excel and PowerPoint, receiving and sortng mail, as well as scanning.

● Scanned labels; operated a hand and/or foot activated barcode or optical character reader.

● Entered partial address information when a label could not be scanned.

● Maintained encoding station; conducted initial set up, changed labels and break-down at the end of shift.

● Reported production or quality issues to Supervisor, Quality Control and/or Lead.

● Reassigned to alternate operational areas as business needs required.

● Promptly received and sorted mail according to destination codes.

● Provided excellent customer service to all customers.

● Proactive in providing advice or recommendations.

● Properly operated scanners, scales, cash registers, and other electronics.

● Balanced the cash register and generated reports for credit and debit sales. Accepted payments, ensuring all prices and quantities are accurate and proving a receipt to every customer, knowledge of safety hazard. Maintained a clean environment while assisting with food preparation.

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● Processed refunds and exchanges and resolved complaints. Followed all store procedures regarding coupons, gift cards, or the purchase of specific items collecting fees, balancing a cash drawer.

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Total Outsource Systems 08/15-11/15

Customer Service Representative

Oxford House Inc. 04/15-12/15

Administrative Assistant

Mitchell’s Tax Services 12/14-05/15

Data Staff 03/12-01/13

Enrollment Specialist

● Worked in a call center environment handling data entry using Microsoft Word, Excel, and PowerPoint. Provided information about products and services, took orders, responded to customer complaints, and processed returns.

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● Managed large amounts of inbound and outbound calls in a timely manner.

● Identified customers’ needs, clarified information, researched issues and provided solutions. Administrative duties answering phones, customer service, taking memos and maintaining files, creating spreadsheets, managing schedules, organizational and technology skills, time management, collections, alpha/numeric data entry, experience proofreading

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Coordinate/develop new resources to help people who are in recovery, update important files, communicated orally and written

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Completed large report for 208 Oxford Houses in North Carolina to have measurable outcomes with the Federal Government

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Effectively promoted internal controls that promote adherence to applicable federal and state law, and the program requirements of federal, state, and private health plans.

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Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public

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● Problem-solving, Conflict resolution skills, always calm and can handle stress and workloads, Attentive to detail

● Data Entry, used word, excel and PowerPoint and Assess

● Willingness to learn, picks up on new systems quickly

● Ability to make decisions about the best courses of action, Go getter and a self-starter

● Professional communicator and team player

Receptionist Performed administrative duties, answered and directed calls and emails, supported staff, editing, records management, appointment scheduling, ten key, communication skills, auditing, collections, billing inquiries resolution, attention to detail, manage up-to-date income records documenting all relevant transactions

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● Microsoft word, excel, power point, alpha/numeric data entry, create tables, adobe, created spreadsheets

● Manage up-to-date income records documenting all relevant transactions Calculated fees and collect and all payments and accurately enter daily payment activities (credit, cash, and payment for previous visit into software management system, Responsible for greeting clients and scheduling meetings

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● Processed tax documents in an electronic filing system, maintain confidentiality Excellent organizational skills within specified timelines, Improved records management utilizing organization and time management skills, work independently and team player

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Senior Care Consultants Group 01/11-03/12

Customer Service Agent

EDUCATION/CERTIFICATIONS

Associate Degree; Applied Science in Medical Office Administration-Wake Tech Community College Associate Degree; Applied Science in Office Administration-Wake Tech Community College Medical Office Administration Diploma

Office Administration Diploma

Office Administration/Office Documentation Certificate Offce Specialist Certificate

Medical Documents Specialist Certificate

Medical Billing/Coding Certificate

● Credentialing, Administrative duties, Call center

● Responsible for large volumes of inbound calls and answered inquires for providers enrolling in Medicaid

● Healthcare and medical office experience

● Provided assistance with all types of call, routed calls, log calls, ten-key

● Used Medical Assistant for complaint resolution

● Processed enrollment requirements for credentialing, intake applications, and insurance verification

● Microsoft word, excel, power point, and alpha/numeric data entry

● Produced follow-up information regarding a claim status

● Researched and recommended solutions for members

● Verified and updated files. Maintained records management

● Demonstrated ability to quickly build rapport and respond to customers.

● Obtained confidential patients health information to enroll them in diabetic programs.

● Processed claims for benefits.

● Handled inbound and outbound calls in a call center environment.

● Filled out and filed insurance forms for payment as requested.

● Resolved billing inquiries.

● Transferred income/payment activities to Methasoft system.

● Verified Physicians and Medicare information while following HIPPA guidelines.

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